Terms and Conditions
Waterloo Movers Service Terms and Conditions
These Terms and Conditions set out the basis on which Waterloo Movers provides household and commercial removal and associated services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Waterloo Movers, the removal service provider.
Customer means the person, company, or organisation that requests and uses the services of the Company.
Services means any removal, packing, unpacking, loading, unloading, storage handling, or related services provided by the Company.
Goods means any items, belongings, furniture, equipment, or property that the Company is asked to move, handle, or store.
Contract means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions.
Scope of Services
The Company provides household and commercial removals, including the transportation of Goods from one address to another, and related services such as packing, unpacking, and loading where agreed in writing as part of the booking confirmation.
The precise scope of work, including the addresses, dates, times, volume of Goods, required access, and any additional services, will be detailed in a written quotation or booking confirmation issued by the Company and accepted by the Customer.
The Company reserves the right to refuse to carry or handle any item that, in its reasonable opinion, is unsafe, illegal, excessively fragile, or otherwise unsuitable for transport.
Quotations and Booking Process
All quotations are provided on the basis of the information supplied by the Customer, including the volume and nature of Goods, access conditions at both collection and delivery locations, and any special requirements.
Quotations are estimates and are not binding if the information provided by the Customer is incomplete, inaccurate, or changes prior to the Service date. The Company may adjust the price to reflect any changes to the scope of work.
A booking is confirmed only when the Customer has formally accepted the quotation or booking proposal issued by the Company and any required deposit or advance payment has been received and acknowledged by the Company.
The Customer is responsible for checking that all details in the quotation and booking confirmation are accurate, including addresses, dates, contact details, and the list of Goods and services requested. Any discrepancies must be reported promptly before the Service date.
The Company may, at its discretion, conduct an in-person or virtual survey to assess the volume of Goods and access conditions. Any subsequent changes to the quotation will be communicated to the Customer for acceptance.
Customer Obligations
The Customer agrees to provide accurate and complete information relevant to the Services, including but not limited to the volume and nature of Goods, presence of fragile or high value items, special handling requirements, and any potential access restrictions or parking issues.
The Customer must ensure adequate access at both collection and delivery addresses, including suitable parking arrangements, clear pathways, and safe working conditions. Any permits or authorisations required for parking or access remain the responsibility of the Customer unless otherwise agreed in writing.
The Customer is responsible for all Goods being properly packed and protected unless the Company has agreed in writing to provide packing services. The Company will not be liable for damage to Goods that are inadequately packed by the Customer.
The Customer must be present, or represented by an authorised adult, at collection and delivery addresses to oversee the work, provide instructions, and sign any relevant documents or inventories.
The Customer must not ask the Company to move any items that are dangerous, illegal, or prohibited, including but not limited to weapons, explosives, flammable substances, perishable goods, live animals, or any item whose transport would breach applicable laws or regulations.
Payments and Charges
All charges are set out in the quotation or booking confirmation. Prices are usually based on the estimated time, distance, labour, vehicle size, and any additional services requested.
Unless otherwise stated in writing, payment terms are as follows. A deposit or advance payment may be required to secure the booking. The remaining balance is payable on or before the day of the move, and in any event prior to the completion of unloading, unless different terms have been agreed in writing.
The Company reserves the right to withhold commencement or continuation of Services if payment has not been made in accordance with the agreed terms.
If payment is not received by the due date, the Company may charge interest on any overdue sums at the statutory rate allowable under applicable UK law, calculated daily until payment is received in full.
Additional charges may be incurred where the actual work differs from what was originally agreed due to circumstances outside the Company’s control or information not disclosed at the time of quotation. This includes, but is not limited to, delays caused by waiting for keys, restricted access requiring additional labour or time, additional Goods not originally declared, or any change in the addresses or schedule.
Cancellations and Postponements
The Customer may cancel or postpone the Services by giving notice to the Company. The applicable cancellation or postponement charges will depend on the amount of notice given.
If the Customer cancels or postpones more than a specified number of working days prior to the agreed Service date, the Company may refund any deposit paid, subject to the deduction of any reasonable administrative costs incurred. The exact notice period and charges will be stated in the quotation or booking confirmation.
If the Customer cancels or postpones within a short period before the Service date, the Company may retain all or part of the deposit and may charge a percentage of the agreed fee to cover lost work and costs incurred. The relevant percentages or flat fees will be indicated in the booking documentation.
If the Company needs to cancel or rearrange the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, or staff illness, the Company will notify the Customer as soon as reasonably practicable and will seek to rearrange the work at a mutually convenient time. The Company will not be liable for any indirect or consequential losses arising from such cancellation or delay.
Access, Parking, and Delays
The Customer is responsible for ensuring that suitable parking is available for the Company’s vehicles at both collection and delivery addresses. Any parking charges, fines, or penalties incurred as a result of inadequate arrangements or instructions from the Customer may be charged to the Customer.
The Customer must ensure that access routes, stairways, lifts, doorways, and corridors are safe, clear, and suitable for moving the Goods. The Company reserves the right to refuse to move any item that it reasonably considers to present a risk of injury or property damage.
Delays outside the Company’s control, including traffic congestion, adverse weather, waiting for keys or access, or delays caused by third parties, may result in additional charges if they cause the move to overrun the agreed time frame.
Customer Warranties regarding Goods
The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into the Contract and to arrange for the movement of the Goods.
The Customer warrants that the Goods do not include any prohibited items, including hazardous materials, illegal items, cash or banknotes in significant quantities, securities, or high value items such as jewellery, artwork, or antiques unless such items have been specifically declared and agreed in writing for carriage on different terms.
The Company may refuse to transport any item it reasonably believes breaches these warranties.
Liability and Limitations
The Company will take reasonable care in handling and transporting the Goods. However, its liability for loss of or damage to Goods is subject to the limitations set out in this section.
The Company will not be liable for any loss or damage arising from wear and tear, inherent defects, pre-existing damage, or the fragile nature of certain items, particularly where Goods have not been professionally packed by the Company.
The Company is not liable for damage to Goods packed by the Customer or another third party, unless there is clear evidence of negligence by the Company.
Liability for loss or damage to Goods while in the Company’s custody or control is limited to a maximum amount per claim or per item as stated in the quotation or booking confirmation. The Customer is responsible for ensuring that this limitation is adequate for their needs and is encouraged to arrange additional insurance if required.
The Company will not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of use, or emotional distress, arising from delay, loss, or damage to Goods or from any failure to perform the Services.
The Company’s total aggregate liability arising out of or in connection with the Services shall not exceed the overall price paid for the Services or such other amount as may be expressly stated in the quotation or booking confirmation.
Exclusions of Liability
The Company will not be liable for loss or damage arising from circumstances beyond its reasonable control, including but not limited to acts of God, adverse weather, natural disasters, war, terrorism, civil disturbance, strikes or labour disputes, road closures, or actions of public authorities.
The Company will not be liable for loss or damage resulting from inadequate or improper packing by the Customer, insufficient or incorrect labelling, or the absence of necessary documentation or permits.
The Company is not responsible for electrical, mechanical, or electronic faults to appliances or equipment unless there is visible external damage caused by the Company and such damage is properly reported.
Claims and Notification of Loss or Damage
Any loss of or damage to Goods that is apparent at the time of delivery must be noted on the relevant paperwork or inventory and brought to the attention of the Company’s representative immediately.
Any other claims for loss or damage must be notified to the Company in writing within a reasonable period after delivery, and in any event within the time limit specified in the quotation or booking confirmation. The Customer should provide full details of the items affected, the nature of the damage, and supporting evidence such as photographs.
Failure to notify the Company of a claim within the specified time may affect the Company’s ability to investigate and may limit or prevent any liability on the part of the Company.
Waste and Environmental Regulations
The Company operates in accordance with applicable waste management and environmental regulations within the United Kingdom.
Where the Customer requests the disposal or clearance of items, this may be treated as a separate waste or clearance service and will be subject to additional charges and terms. The Company will only remove and dispose of items that have been clearly identified and authorised by the Customer.
The Customer must not include hazardous or prohibited waste within any items or materials given to the Company for disposal. This includes, without limitation, chemicals, oils, asbestos, medical waste, gas cylinders, and certain electrical equipment. If such materials are discovered, the Company may refuse to handle them and may charge the Customer for any costs incurred in safely dealing with or returning the items.
The Company aims to manage waste responsibly and may, where appropriate, direct items to reuse, recycling, or licensed disposal facilities. The Customer remains responsible for ensuring that any items destined for disposal are lawfully theirs to dispose of and do not contravene applicable regulations.
Insurance
The Company maintains appropriate insurance cover in connection with its business operations, including public liability and, where applicable, cover for Goods in transit subject to the policy terms, conditions, and exclusions.
The Customer is responsible for assessing whether the level of cover provided by the Company’s insurance and the contractual limitations of liability are sufficient for their needs. If additional or specialist cover is required, the Customer should arrange this independently or enquire whether the Company can offer enhanced protection on different terms.
Storage Services
Where the Company provides storage of Goods, such storage will be on the terms set out in a separate storage agreement or as supplemented by these Terms.
The Customer must ensure that no prohibited, perishable, or hazardous items are placed into storage. Access to stored Goods will be by prior arrangement and may be subject to additional charges.
Storage charges will accrue on a periodic basis as agreed, and continued storage is conditional on payments being kept up to date. The Company may exercise a lien over stored Goods and, in cases of persistent non-payment, may take steps to sell or dispose of Goods in accordance with applicable law.
Complaints and Dispute Resolution
The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it may be investigated and resolved where appropriate.
The Customer should set out the nature of the complaint, the date of the Service, and any supporting information that may assist in resolving the matter.
Where a dispute cannot be resolved directly between the parties, the Customer may have the right to pursue legal remedies through the courts, as described under Governing Law and Jurisdiction.
Data Protection and Privacy
The Company will collect and process personal information about the Customer for the purposes of managing bookings, delivering Services, processing payments, and fulfilling legal and regulatory obligations.
The Company will take appropriate steps to protect personal data in accordance with applicable data protection laws in the United Kingdom. Personal information will not be sold to third parties, but may be shared with trusted partners or service providers as necessary to deliver the Services, comply with legal obligations, or protect the rights and safety of the Company, its staff, and its customers.
General Provisions
If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.
No variation to these Terms and Conditions shall be binding unless agreed in writing by an authorised representative of the Company.
The failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.
Governing Law and Jurisdiction
These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to resolve any disputes or claims arising out of or in connection with these Terms and Conditions or the Services provided by the Company, including any non-contractual disputes or claims.
By proceeding with a booking and using the Services of Waterloo Movers, the Customer confirms that they have read, understood, and agreed to be bound by these Terms and Conditions.
